Impersonate a user

Administrators can impersonate other authenticated users for testing purposes and view impersonation logs. The impersonation option is not visible in the mobile view of the platform.

Before you begin

Role required: impersonator or admin

About this task

When impersonating another user, the administrator has access to exactly what that user can access in the system, including the same menus and modules. The instance records anything the administrator does while impersonating another user as having been done by that user.

Impersonating a user is not supported for mobile phones. For most mobile phones, however, it is possible to impersonate a user by switching to standard view, performing the impersonation, and switching back to mobile view. Some mobile devices may have problems rendering the Impersonation dialog.

Use this feature to test what different users can do in the system and to perform actions for them if needed.

Note: Users with the admin can impersonate users. However, when impersonating a user with an application admin role for Human Resources or Security Incident Response, an admin is not able to access features granted by that role, including security incidents and profile information. Access to modules and applications in the navigation bar is also restricted. Also, admin cannot change the password of any user with an application admin role for Human Resources or Security Incident Response.

Several different logins are recommended to test the system.

  • An admin account to do work.
  • An itil (or similar) login to test as a technician.
  • An ess login to test as an end user.

More logins may be required to adequately test the system.

Note: When you impersonate a user who is locked out or is inactive, the system forces you out of the system as well after you generate an event or click a link.

Impersonate a user in UI16

How to impersonate a user in UI16.

Before you begin

Role required: impersonator

Procedure

  1. In the banner frame, click your user name to open the user menu.
  2. Select Impersonate User.
    The Impersonate User dialog box appears.
    Impersonate User dialog box
  3. Select a user from the Recent Impersonations list or enter a different user's name in the user selection field.
  4. To return to your original login, follow these same steps then select your name from the list.

Impersonate a user in UI15 or UI11

How to impersonate a user in UI15 or UI11.

Before you begin

Role required: impersonator

Procedure

  1. Click the impersonate icon (UI15 impersonate icon in UI15, UI11 impersonate icon in UI11) in the banner frame.
    The Impersonate User dialog box appears.
  2. Select the user from the Recent Impersonations list, click the lookup icon and select the user's name from the full list, or type the user's name.
    Impersonate first
  3. Click OK.

Impersonation logs

Impersonations are logged in the System Log.

Logging can be enabled or disabled with the glide.sys.log_impersonation property.

Figure 1. Impersonate log

Force logout

In some cases, impersonating a user might cause an issue that makes it difficult to switch back (for example, if in a test environment, the user is being presented with a broken page).

To return to the user, navigate to http://<instance name>.service-now.com/logout.do and log back in.